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Order Processing

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900at
Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎02-08-2013

Order Processing

Message 1 of 6
(2,302 Views)

I've had FIOS for a while and have been happy with the service.  This week I placed an order to replace a standard def set top box with an HDTV box.  I'm being told it will arrive by the 20th.

 

I am amazed that a simple task like sending a set top box takes 7 to 10 business days. I can't imagine any operation being so inefficient that a task that should take 2 day max cannot be handled.

 

Has anyone else found this to be an episode from the Twilight Zone? 

5 REPLIES 5
walt178
Gold Contributor II
Gold Contributor II
Posts: 991
Registered: ‎11-06-2012

Re: Order Processing

Message 2 of 6
(2,266 Views)

It isn't a matter of not being able to handle a 2 day shipment. It's a matter of cost.  Shipping rates are determined by weight and distance.  I've compared shipping cost on 2 day and 7 day timeframes for online orders placed with other companies. With the amount of shipping Verizon does, their cost saving could conceivably be in the millions.

900at
Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎02-08-2013

Re: Order Processing

Message 3 of 6
(2,239 Views)

Assuming that premise, here are some things Verizon can do to make this better:

 

  • Order processing for an easily shipped, in stock part should be completed in one business day

 

  • As soon as it is completed, a tracking number should be available to the customer

 

  • Provide a faster delivery option that can be purchased by the customer (and make the charge equivalent to other online stores)

 

I spoke with a CSR yesterday and he confirmed he had no way to track if the order had been processed and when it might be delivered.  Do they want to save money?  How much does it cost to staff the call support centers and what percentage or calls are for order status? 

JHelven
Copper Contributor
Copper Contributor
Posts: 18
Registered: ‎03-29-2009

Re: Order Processing

Message 4 of 6
(2,183 Views)

I basically have the same story as you, except I placed my order online on the 23rd of January. I am still waiting for my box. I called last week and was told something was wrong with my order, so it was placed again and I would receive the box last Friday or Saturday. I called again on Monday and was told (again) that the order was done wrong and it would have to be placed again. Now, I would receive my box in 1 to 4 business days. This is day 2....on my verizon it still has the old order number showing with my "installation date" as 6 Feb. Is there any way I can find out what is going on without having to sit on the phone almost an hour? I live in a not so good neighborhood and I can't sit here waiting for a box that I don't know is coming! Please help!

Gina

AnnieS
Bronze Contributor II
Bronze Contributor II
Posts: 384
Registered: ‎10-15-2012

Re: Order Processing

Message 5 of 6
(2,173 Views)

Hello JHelven,

 

Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".

There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

 

AnnieS

Anthony_VZ
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 3,216
Registered: ‎02-24-2011

Re: Order Processing

Message 6 of 6
(2,102 Views)

Jhelvin,

Since we haven't heard back from you as requested in your private support case, it appears everything is finalized. It was our pleasure to help out wth the credit. Please make a post anytime you need assistance.

Anthony_VZ

**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**

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